The Customer Success Manager is responsible for ensuring our B2B clients realize maximum value from our SaaS solutions, ensuring high customer adoption and retention. In this role, you will serve as the primary point of contact for a portfolio of accounts, guiding them through post-onboarding adoption and ongoing optimization. You will conduct regular business reviews, proactively address risks, identify growth opportunities, and collaborate cross-functionally to deliver exceptional customer outcomes. The ideal candidate combines a consultative approach with strong communication skills, a passion for helping customers succeed, and a bias to problem solving.

The duties and responsibilities of this position include and are not limited to the following:

Customer Engagement & Relationship Management

• Proactively engage with customers to understand their evolving needs and ensure continued value from the products.
• Conduct renewal discussions, highlighting product value and addressing any concerns or objections.
• Build strong relationships with key stakeholders and decision-makers within client organizations.
• Maintain a healthy customer health and renewal health dashboard, tying current adoption, sentiment, overall health, and risks to upcoming renewals.

Operational Excellence & Data Management

• Maintain high levels of data quality within White Cup systems, ensuring accurate tracking of customer touchpoints, risks, and renewal data.
• Utilize data and analytics to inform renewal strategies, identify risks, and track performance metrics.
• Drive process automation and improvement initiatives to enhance efficiency and scalability.

General

• Attend scheduled teammeetings, assist with team projects and goals, offer input and feedback for team members and ask for assistance when needed.
• Contribute to continuous improvement by sharing insights to enhance internal processes, cross-training, and keeping documentation and resources up to date.
• Stay current on industry standards and trends, as well as the latest software releases and product roadmap.
• Complete mandatory compliance training and collaborate on shared initiatives.
• Uphold organizational policies and procedures, ensuring alignment with company objectives.

Education & Experience

• 3+ years of experience in customer success or account management, with a proven track record of driving adoption and renewals.
• 4+ years experience in B2B
• Demonstrated business acumen and understanding of the SaaS business model, including strong negotiation, problem solving skills, and a proactive approach to risk management.
• Demonstrated proficiency in contract negotiations, value selling, and objection handling.
• Ability to understand customer needs, present tailored solutions, and secure renewals effectively.
• Proven track record of building and nurturing customer and internal relationships.
• Demonstrated ability to interpret customer data, evaluate software effectiveness, track metrics, and identify trends that will inform renewal discussions.
• Bachelor’s degree preferred.
• Experience in distribution or manufacturing preferred.